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Maintain transaction types

kenny_vandemoortele
Participant
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Hello experts,

When we configure IT Service Management, step 2.2 > then we cannot add or remove incident templates. But how come?  The same issues occurs with problems, problem templates, knowledge articles and knowledge article templates. incidents, service requests and service request templates are OK.

Thanks you guys.

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Answers (1)

Answers (1)

Vivek_Hegde
Active Contributor
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Hi Kenny,

Knowledge article templates, incidents, service requests and service request templates are Transaction Type based. They appear in this screen only if you have copied the stadard txn types to Z* txn type, only then they would be visible here.



Regards,

Vivek

kenny_vandemoortele
Participant
0 Kudos

Hi Vivek,

We've copied SMIT to ZINT and it's in the list. In fact, we copied all transaction types to a Z-transaction type. But the thing is: we do not get the option to add or remove templates for incident templates, knowledge articles, ....

here we have the options (add and remove):

and here we don't (and edit mode is on 😞

Vivek_Hegde
Active Contributor
0 Kudos

Ohh OK, got it. My guess is they forgot to add that 'delete' button here . This is neither a config or bug issue .

Regards,

Vivek

kenny_vandemoortele
Participant
0 Kudos

Hi again,

thanks for the swift replies Vivek

But it remains a mystery for us why the buttons are not showing. Would they really forget the buttons?? We actually don't think so to be honest. We are currently running 7.1SP10 and most of the documentation we find on this subject originates from SP8. The steps in SP8 are a bit different so we cannot compare.